Pay Grade: 30E

Context of the Job:

Student Health Services (SHS) provides essential services and support to students and campus stakeholders to enhance the development of personal and social responsibility and to foster safe, healthy, inclusive, and supportive communities at UD. SHS partners with students and staff to develop vibrant inclusive environments which encourage student success and engagement, a culture of care for all members, values-congruent decision-making, and the cultivation of skills and knowledge. Staff members support the Mission and Vision of Student Health Services as well as those of the Division of Student Life to ensure student success.

Under the general direction of the Executive Director, the Practice Manager provides oversight and leadership to front office personnel, establishes workflow and performance standards, ensures excellent customer service and patient satisfaction, and develops a positive staff culture committed to student care and support. The Practice Manager ensures the implementation of and compliance with internal and external administrative policies and procedures; Oversees student and insurance billing processes; Works closely with SHS leadership team to initiate continuous improvement and to create a collaborative work environment.

Responsibilities:

• Supervise and lead SHS Medical Services Representatives and other office personnel focused on exceptional customer service and care for students.
• Orient and train new office staff with high emphasis on federal compliance and customer service ethic.
• Coordinate cross-training priorities.
• Develop an on-going training program for continuous improvement.
• Establish appropriate process flows, protocols, and expectations for staff.
• Ensure excellent customer service standards and create a welcoming environment for students to increase access to healthcare. Oversee administrative staffing needs and schedule to ensure appropriate coverage of essential administrative services in clinics. Re-assign personnel as necessary to ensure key functions are met.
• Collaborate with the Director of Nursing, Nursing Clinic Coordinators, and Medical Directors to optimize the patient care schedule and adjust as necessary.
• In collaboration with SHS leadership, plan and implement appropriate changes needed to meet new demands both internally and externally.
• Effectively interpret and diplomatically communicate department policies, practices, programs, and procedures.
• Conduct regular office staff meetings to enhance performance of staff teams and individuals. Coordinate appropriate action steps and monitor task completion.
• Develop and oversee insurance billing processes, procedures, and charges to student accounts.
• Coordinate medical insurance billing processes with other campus entities including UD athletics and STAR campus.▪Generate cost analysis reports reconciling insurance payments and student payment obligations.
• Oversee and provide guidance to staff on student service eligibility requirements.
• Coordinate with Student Financial Services, English Language Institute, Division of Intercollegiate Athletics and Recreation Services, and academic units to confirm student requirements or exemptions to the student Wellbeing Fee.
• Respond to calls from various departments, patients, parents, and insurance companies about charges posted to student accounts or problems with billable/non-billable insurance and/or coverage. Resolve concerns or route to an appropriate department.
• Utilize SHS electronic medical records system to outline and map financial and operational workflows that align with best practices.
• Work with Information Technology staff to initiate ongoing improvements to SHS electronic medical records system to streamline and update processes for billing, reporting, and inventory.
• Serve as primary trainer of office staff on technology/software-based systems. Make recommendations for system improvements.
• Maintain critical non-medical office equipment; make recommendations for upgrades and purchases. Serve as primary liaison for equipment vendors.
• Coordinate with other campus units for service billing, Journal Vouchers, and requests for payments.
• Prepare annual reports for the department.
• Design and coordinate quality improvement studies as requested by SHS leadership. Support the SHS Leadership team in the development of assessment strategies to measure patient satisfaction. Oversee reporting on utilization of services.
• Represent needs of Medical Service Representatives to SHS leadership. Serve as the primary administrative point of contact for clinical staff in the office.
• Create a welcoming and inclusive environment. Work with the leadership team to establish processes and ethic of care for students from marginalized groups. ▪Serve as back-up to main office staff during critical periods or crisis events.
• Initiate service requests for repair and facility response issues.
• Perform job-related duties as assigned.

Qualifications:

• Associates degree and five years of related experience or equivalent combination of education and experience. Bachelor's degree and/or applicable certification preferred. ▪Work experience in a medical office. Leadership role within a medical office preferred.
• Experience working with electronic medical records.
• Insurance billing experience.
• Medical Terminology coursework preferred.
• Comprehensive understanding of health insurance plans.
• Medical Coding or ICD-10 Certification preferred. Experience with medical billing and coding guidelines.
• Provider credentialing experience.
• Ability in the use of technology for analysis and interpretation of data.
• Strong interpersonal and effective oral and written communication skills.
• Ability to function independently and to use sound judgment, initiative, and discretion.
• Detail oriented; ability to think strategically, evaluate processes and identify areas for improvement.
• Proficiency in business computer applications, Microsoft Office suite, analysis/reporting methods, and procedures, preferably in a PC, Windows-based operating environment. Proficiency with database and spreadsheet software such as Microsoft Excel.
• Ability to lead change.
• Excellent customer service skills.
• Ability to organize work, coordinate projects, establish priorities, and independently follow up on initiatives.
• Supervision experience or leadership of teams preferred.
• Excellent interpersonal skills and ability to establish positive relationships and collaboration with clinical staff and department leadership.
• Conflict resolution skills.
• Ability to communicate effectively, both orally and in writing.
• Independent judgment in handling confidential and non-routine matters.
• Advanced knowledge of HIPAA, FERPA, and ADA regulations and guidance.
• Commitment to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Ability to foster a cooperative work environment.
• Ability to respond effectively to student and parent/family concerns and situations, some which may be emotionally charged.
• Ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to analyze problems and develop creative solutions to complex issues.
• An understanding of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.